Nest Gen 3 Hard to "Wake Up" and won't connect - error m15?

[zebulondanny]

I'm having a difficult time reconnecting my gen 3 thermostat after renaming my WiFi. I've reset it several times, removed it from my Nest App and attempted to add it back. It will NOT recognize any WiFi signal within range; even though my iPhone 12 (with all the latest updates available) is connected to the Google Fiber WiFi router. When I try to add it to the app, it fails. When I try to add the WiFi to the themostat using the thermostat settings, there is no WiFi available on the thermostat display. Also, now that this has happened, it takes a full 10 seconds of pressing the thermostat to get it to come on at all (it does work manually to control the temp but it shouldn't take a full 10 second hold to "wake it up" - it didn't "used to work" like that. I'm under warranty but past the return period at the retailer so I'd really like to get it to work or make a warranty claim. Any ideas?

[zoeuvre]

Hi zebulondanny, 

Thanks for posting here in the Community forum, and I'm sorry to hear about the situation. Let me take a look at this for you. 

A few questions: How far away is the thermostat from the router? Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the thermostat? Are you trying to connect to the 2.4 GHz or the 5 GHz network? Also, is there any error message that can be seen in the network settings of your Nest Learning Thermostat? Go to Settings, then look for Network to check.

I'll look forward to your response. 

Best,

Zoe

[zebulondanny]

Yes, I am still in need of help. Please hold until the end of June as I will not be able to be at this location until later this month. Apologies and thank you for your patience while I am traveling. While I am not currently present at the same location as the problem thermostat, I can say emphatically that there is no interference as the Nest Therm was working fine before I changed the network name-no other changes, just the name of the network from "Austin Condo" to "Pretty Fly for a WiFi". Also, the distance from the thermostat to the router is about 12 feet and there are 3 other devices that are further away (others are 14 and 16 feet away; and in the same line of sight as the Nest Therm) that are connected to that same router with no issues, all on 2.4GHz. There was another error code but I don't recall the numbers associated, only m15 is the one I remember. I will check that additional error code when I return to the location later this month.

[Ginger]

Hi Zoe - 

I have the same type of problem in that I have had a M15 error for months now (tried to fix it, got frustrated and walked away, repeated exercise) and even called your help center, who were unable to get my thermostat to connect to the app/internet.  If it helps, we have quite a powerful internet signal and it is very close to a router.  Can you help a very frustrated grandmother?  Thanks in advance

[zoeuvre]

Hi folks, 

@Ginger, please follow the steps below. 

1. Go back to the Nest app, and the app will show a circle with an exclamation mark on the Nest thermostat.
2. Tap the exclamation mark and continue the thermostat configuration in the app. There's no need for the customer to choose Reset Device on the thermostat.
3. Be sure that you choose Finish Setup in this menu. If you choose the option Remove from Account, you will need to pair the thermostat again.

@zebulondanny, alright! I'll keep this thread open, but please be advised that as Community Specialists, we occasionally do a bit of housekeeping to keep the conversations in our community fresh and relevant. This includes locking threads after a period of inactivity. Also, you can follow the steps I provided above once you get to the location.

Thanks,

Zoe

[Ginger]

Hi Zoe - 

Thank you so much for getting back to me.  Unfortunately, it goes through the whole setup right up to "finishing set up" and then just stops.  I wanted to attach a screenshot from my phone of what it tells me, but I cannot find an attach icon.  Short story, if I click on the exclamation mark, nothing happens.  The only option I am given is "Try again".  I called Google help desk and was on the phone with 2 people for hours and they could not resolve it either.  It would appear that I have a defective thermostat which is a bit discouraging with the price it was.    I do thank you, again, for replying - if you have any additional ideas, I would be grateful and happy to listen.  

With kindest regards,

Ginger

[zoeuvre]

Hi Ginger, 

Don't give up on us yet. We'd like to further check on this. Could you fill out this form and let me know once you're done? 

Regards,

Zoe

[zoeuvre]

Hello everyone, 

@Ginger, we've received your form — thanks for filling that out. Please keep an eye on your email as someone from our team will reach out to you to assist you further.
 

@zebulondanny, I hope you've already gotten the answer you are looking for. Please let us know if you still have questions or concerns, as we'll be willing to assist you more.
 

Best regards,

Zoe

[zebulondanny]

Mine is a second home and I bought the Nest for remote control. I have not been back to the other residence but will soon. I think the final piece you were looking for on the form was an error code other than the error code already given.

[zoeuvre]

Hey zebulondanny, 

It's me again, and I'm sorry for the delayed response. I want to check if you are still in need of any help. If so, have you been back to the residence where the thermostat is located? Let us know and we'll be happy to help.

Kind regards,

Zoe